Quality of Service-Expedited Mail Service (EMS Ghana)

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This study focuses on the management of Service Organization; such as the Expedited Mail Service (EMS, Ghana) .It is the fact that the management of service organization is quite different from the management of manufacturing organization especially in the area of quality standard and control, production and customer care. This study as a pioneering research into EMS is to provide some insights into the management problems, opportunities and potential areas of growth and provide some useful ideas or strategies for the consideration of the management of Ghana Postal Services Corporation. 1.1 Aims and Objectives of the Study: The aim of this study is to provide an insight into the management of a service business organization such as the Expedited Mail Service, EMS Ghana. The Corporate goal of the EMS Ghana is to provide a safe and reliable courier service to the public profitably. In pursuance of this goal over a six year period, EMS Ghana has attracted huge capital investment in equipment, machinery, vehicles, training of personnel, marketing and other logistics from the Board and the management of the Ghana Postal Services CorPoration. However, the financial viability of the service, its management as well as customer complaints (that is quality matters) have been topical in discussions among the Board of Directors and the Management. This study is relevant to the concerns of the various decision making groups in the management of EMS as well as the public whose concern is the provision efficient courier service. The objective of this study therefore is to - provide an overview of the EMS. - find and analyse some critical, competitive and environmental issues affecting the service. - and provide recommendations and action plans for management’s consideration.
A thesis submitted to the Board of Postgraduate Studies, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fulfilment of the requirement for the award of Postgraduate Diploma in Economics and Industrial Management, 1996